CRT-261 Online Practice Questions and Answers

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

A. Cleanse the data outside of Satesfbrce and then migrate the data.

B. Use the Salesforce data loader to load and cleanse the data.

C. Use the Salesforce import wizard to load and cleanse the data.

D. Upload the data into Salesforce and then run data cleansing tools.

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

A. Enable Omni Channel in Setup.

B. Assign Users to the Omni Channel Feature License.

C. Assign Users to Omni Channel permissions.

D. Contact Salesforce to have Omni Channel enabled.

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

A. Report on the articles attached in cases.

B. Report on articles followed in Chatter.

C. Report on agent ratings on articles

D. Report on agent feedback on articles

What process is a use case for Visual workflow? Choose 3 answers

A. Field validation during case creation

B. Cross-self promotions for representatives

C. Assignment of email to a case queue based on subject

D. Decision-based troubleshooting for representatives

E. Caller verification and creation of a new case

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A. Case volume by channel.

B. Cases created by type.

C. Open cases by reason.

D. Average case stage duration.

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a bucket field on a report to calculate the percentage of escalated cases

B. Create a case report with a custom summary formula to calculate the percentage of escalated cases

C. Create a formula field on the case record to calculate percentage of escalated cases

D. Create a daily snapshot report of all cases and calculate percentage of escalated cases

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

A. A separate .csv import file is uploaded for each data category

B. Attachments and .html files must be referenced in a corresponding .zip file

C. Each article must be associated to an article type

D. One .csv import file is uploaded for all article types

E. A separate .csv import file is uploaded for each article type

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

A. Partner portal

B. Service Cloud portal (Customer Community)

C. Enterprise admin

D. Sites

Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A. Normalize database

B. Perform data cleaning

C. Enable data validation rules

D. Develop data map